Gift K

The worst service I have ever experience in the Hospitality Industry

We booked via Booking.com from 23 September till 25 September 2023, when we got to the Hotel we were told that there is no water, we can chose to stay or not stay, should we chose to stay over they will supply us with water using buckets, should we not chose to stay over they will refund us on Monday which was 26 September 2023, I called to follow up, they said they are waiting for the manager who is based in Durban, according to the receptionist there is no branch manager, afterwards I was called to be told that they wont refund me, I must cancel via Booking.com, of which I cant due to my check-in date that has passed, so I just need the hotel to do an honorable thing and refund me, I was asked to leave my banking details by the receptionist of which I did.